Remote Java Technical Support Lead - Incident & Reliability

BairesDev; Región Metropolitana de Santiago; Remote; CLP 107,949,000 - 157,017,000; Full time

Benefits offered by this job

100% remote

USD or local currency pay

Flexible hours

Parental leave & holidays

Job summary

BairesDev is seeking a Java Technical Support Lead to manage the Incident Response Team and oversee all support operations. You will coach and direct a team of engineers, establish incident management workflows, and collaborate with leadership to improve reliability.

The role requires strong technical skills, distributed systems knowledge, and a proven leadership track record. The position is 100% remote with flexible hours and compensation in USD or local currency.

Qualifications

• 5+ years of experience in Java development and technical support.
• 5+ years of experience as a Support Engineer in on-call teams.
• Proven ability to build and lead high-performing technical teams.
• Deep understanding of event-driven architecture and distributed systems.
• Expertise in incident response frameworks and root cause analysis methodologies.
• Strong experience working with RESTful APIs in production environments.
• Experience establishing support processes and incident management workflows.
• Strong prioritization and decision-making skills, especially during critical incidents.
• Excellent communication abilities across technical and non-technical stakeholders.
• Advanced level of English.

Responsibilities

• Build, lead, and develop a team of technical support engineers to provide coverage from 9 AM to 6 PM CET, including weekends.
• Establish and enforce incident response protocols and escalation procedures.
• Oversee critical incident management and personally handle high-severity issues when needed.
• Define and implement root cause analysis methodologies and follow-up processes.
• Lead strategic initiatives to improve system reliability and reduce incident frequency.
• Collaborate with development, operations, and product teams to enhance service quality.
• Design and optimize support tooling and automation to increase team efficiency.
• Report on key metrics and trends to management, providing insights and recommendations.
• Cultivate a culture of knowledge sharing and continuous improvement.
• Manage on-call schedules and ensure appropriate coverage for all support hours.

Skills

Java development

Technical support

Team leadership

Incident response

REST APIs

On-call experience

English proficiency

Job description

BairesDev is seeking a Java Technical Support Lead to manage the Incident Response Team and oversee all support operations. You will coach and direct a team of engineers, establish incident management workflows, and collaborate with leadership to improve reliability.

The role requires strong technical skills, distributed systems knowledge, and a proven leadership track record. The position is 100% remote with flexible hours and compensation in USD or local currency.